Summary
Date Posted: Thursday, February 29 2024, Base Salary: Not Disclosed

JOB DETAILS:
Purpose
The Manager, IT Service Management will ensure effective and efficient IT services are delivered to users by applying ITIL principles in (1) ensuring compliance of industry best-practice policies and processes at all branch offices (2) coordinating efforts of the other IT teams in the delivery of technology support services such that all stakeholders are working effectively to deliver the services timorously and within departmental budget.
The role will monitor and report on the performance of service partners and work closely with the Head of IT to monitor and guide all staff towards meeting performance targets as agreed in IT SLAs with business users and service providers.
The role is key in driving successful implementation of the one IT Service organization model within BRAC International Microfinance operations.

Major Duties and Responsibilities:
• Primary custodian of the organization’s Service Desk tool and ensures effective use of the tool throughout the organization.
• Designs and maintains a set of agreed performance dashboards for IT service delivery to all country offices.
• Works to ensure execution of regular Customer Satisfaction surveys regarding IT services delivery and takes necessary steps with Head of IT to address areas of concern or weakness.
• Facilitates and embeds a customer-centric culture in the delivery of IT technical support to all users.
• Ensures excellent ITSM best practices and standards are adopted and assimilated by all IT staff.
• Champions the cultural change needed to reinforce the recommended ITSM disciplines and industry best practices.
• Manages all incident escalations from branches, with primary responsibility for keeping the IT Head abreast with progress on resolution.
• Oversees the documentation and application of sound and up to date IT principles and compliance with IT policies, standards, and procedure.
• In charge of drafting and improvement of ITSM processes, policies, and governance to be adopted by all users
• Monitors Service Level Agreements with IT service partners and regularly report service delivery performance to the Head of IT.
• Maintaining regular and effective communication with IT teams and service providers
• High responsiveness in addressing issues raised by users
Additional Responsibilities
• Develop and maintain own knowledge, expertise, and professionalism.
• Keep abreast of current developments in microfinance and IT industry.
• Remain current with organization’s technological requirements and new developments in the industry.
• Meet personal training and development needs through relevant professional and commercial training and networking.
Safeguarding Responsibilities:
• Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
• Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
• Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so.

Key performance indicators.
• Excellent customer satisfaction survey results
• Meeting or Exceeding IT Service Level Agreements with all departments
• Monitoring and reporting on IT Service Provider SLAs

Knowledge, Skills & Competencies:
• Broad knowledge of and advanced skills in computer hardware and software programs of diverse functionality. Including but not limited to, communications systems, desktop applications, and network administration programs.
• Knowledge of the microfinance operations
• A high degree of interpersonal skill leading and working with various levels of the organization.
• Adequate oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
• Ability to handle difficult people and tense situations with diplomacy and tact; spot potential conflict, bring disagreements into the open, encourage debate and open discussion and orchestrate win-win situations.
• Self-motivated team leader with the ability to adapt and work co-operatively and effectively in different situations and teams to inspire delivery of assigned task.
• Ability to delegate effectively amongst teams and staff and show commitment to the long-term development of the team members through coaching, mentoring, and the creation of development opportunities.
• Disposition to share IT knowledge fully and willingly with other employees in the interest of the company.
• Commitment to the BRAC mission, core values the ability to incorporate the mission and values in the workplace.
• Proficient in written and spoken English.

Specific educational qualification
SPECIFIC EDUCATIONAL QUALIFICATION:
Degree Concentration / Major
Master’s/ Bachelor Bachelors’ Degree in Computer Science or related field

Experience (Including sector/industry):
• An IT-related degree and at least 5 years IT service management experience in medium-large financial services environment
• ITIL Foundation certification is a minimum requirement.
• Knowledge of Temenos core banking system (T24) is a plus.

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

Job application procedure
• Candidates need to send a signed Cover letter in PDF format indicating the title of the position applied for, updated CV mentioning educational and professional qualifications, years of experience, and notarized scan copies of academic qualifications. All those documents should be sent through email: recruitment.rwanda@brac.net , Application deadline is 6th March 2024
• Please note that only short-listed candidates will be called for written test and interview.
• Interested and qualified? Click here to apply

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